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| From whatis.com |
IT incident management
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IT
incident management is an area of IT service management (ITSM) in which the
information technology team seeks to return a software application or network
service to normal operations as quickly as possible after an unexpected
event.
A pro-active IT incident management
strategy helps keep an organization prepared for unexpected hardware,
software and security failings and reduces the duration and severity of
disruption from such events. Help desk and incident management teams rely on
a mix of tools to resolve incidents, including monitoring tools to gather
operations data for root cause analysis.
Most organizations use a support system,
such as a ticketing system, for categorizing, prioritizing and documenting
follow-up. Strategies for incident management may follow an established ITSM
framework, such as IT infrastructure library (ITIL) or be based on a
combination of guidelines and best practices established over time.
ITIL incident management uses this workflow
for efficient resolution: incident identification, logging, categorization,
prioritization, response, diagnosis, escalation, resolution and recovery, and
then closure. An incident manager enforces the proper incident response and
management processes across the IT support and service delivery team or
teams. The incident manager is also likely to act as a communication bridge
between end users and technical specialists during disruptions.
Support Levels
IT
incident management is normally separated into three levels of support.
Level-one support typically provides basic-level support or assistance, such
as password resets or computer troubleshooting. Level-one support involves
incident identification, logging, prioritization and categorization, deciding
to escalate to level-two support and incident resolution when appropriate.
Level-two support goes through a similar
workflow but is for more complex issues that need more skill or security
access to complete. Major incidents are level-three support. This category
includes incidents that might disrupt a business's operation and require an
immediate response.
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In addition to this blog, Netiquette IQ
has a website with great
assets which are being added to on a regular basis. I have authored the
premiere book on Netiquette, “Netiquette IQ - A Comprehensive Guide to
Improve,
Enhance and Add Power to Your Email". My new book, “You’re Hired! Super
Charge
Your Email Skills in 60 Minutes. . . And Get That Job!” has just been
published and will be followed by a trilogy of books on Netiquette for
young people. You can view my
profile, reviews of the book and content excerpts at:
www.amazon.com/author/paulbabicki
Anyone who would like to review the book and have it posted on my blog or website, please contact me paul@netiquetteiq.com.
In addition to this blog, I maintain a radio show on BlogtalkRadio and an online newsletter via paper.li.I have established Netiquette discussion groups with Linkedin and Yahoo. I am also a
member of the International Business Etiquette and Protocol Group and
Minding Manners among others. I regularly consult for the Gerson Lehrman
Group, a worldwide network of subject matter experts and I have been
contributing to the blogs Everything Email and emailmonday . My work has appeared in numerous publications and I have presented to groups such as The Breakfast Club of NJ and PSG of Mercer County, NJ.
Additionally, I am the president of Tabula Rosa Systems,
a “best of breed” reseller of products for communications, email,
network management software, security products and professional
services. Also, I am the president of Netiquette IQ. We are currently developing an email IQ rating system, Netiquette IQ, which promotes the fundamentals outlined in my book.
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